NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a Technical Support Engineer to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Technical Support Engineer

Guadalajara, Jalisco

Role Overvie

We are seeking a Technical Support Engineer with a passion for Hospitality Technology and a strong background in call center environments. The adecuado candidate bridges the gap between a skilled support technician and a high-level customer service representative. Because we support Hilton—a brand globally recognized for its rigorous service standards—professionalism, empathy, and exceptional communication skills are just as vital as technical expertise.

Key Responsibilities
- Critical Incident Ownership: Manage high volumes of incoming support calls from properties and perform proactive outgoing follow-up calls to see open incidents through to resolution.
- Meticulous Ticket Management: Document every step of the troubleshooting process in ServiceNow.



Ensure external teams and management have a crystal-clear, guesswork-free roadmap of each incident while maintaining strict adherence to SLAs.
- Root-Cause Investigation: Go beyond simple script-following to dig deep into issues, investigating underlying root causes until a permanent solution is found.
- High-Stakes Communication: Maintain absolute composure, professionalism, and empathy when speaking with stressed Hotel Managers or Property Engineers during critical outages.

Technical Requirements
- Android Ecosystem: Strong experience troubleshooting Android-based platforms (Chromecast/Google TV), including managing apps, clearing cache, and optimizing connectivity on integrated systems.
- Network & Signal Infrastructure: Solid understanding of basic network architecture, Wi-Fi connectivity on Android devices, and how IPTV/Coax live TV signals function.
- ITSM Tools: Proficiency with ServiceNow workflows, including status updat

📌 Technical Support Engineer (Centro)
🏢 Ntt Data North America
📍 Centro